Maintenance, Managed and Professional Services Satisfaction Impacts Future Service Purchase Decisions

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In its recently published InfoTrack for Enterprise Services – Annual Services Review report, InfoTech: The Telecom Intelligence Group, reports that the value of execution excellence in any one service is intertwined with all services and, ultimately, impacts future services and solution sales.

In its recently published InfoTrack for Enterprise Services – Annual Services Review report, InfoTech: The Telecom Intelligence Group, reports that the value of execution excellence in any one service is intertwined with all services and, ultimately, impacts future services and solution sales. Buyers of maintenance, managed and professional services form opinions of their vendors that factor into future product and other service purchases. As more vendors offer services and solutions in non-traditional technologies, such as voice vendors offering data services, it is the buyer’s perception of the vendor based on personal experience that will open the door to other opportunities in the convergence solutions-and-services marketplace.

“Intuitively, one would anticipate that a buyer would form vendor-capability perceptions based on the service being provided, even perceptions of capability in services different from those provided and our research bears that notion out,” says Warren Williams, vice president and senior program director for services at InfoTech: The Telecom Intelligence Group. “All services are interrelated and, for example, less-than-exemplary voice communications system installation and implementation will preclude that vendor from winning Convergence Professional Service bids, such as network planning and design, and security assessment.”

He continues, “In addition to service capabilities, buyers report that upwards of 50 percent of their selection criteria of voice solutions providers is based on their experience with that vendor in any service area, including voice system maintenance, managed services or other professional services. This means that all services are interrelated, and the successful voice-solutions vendors of the future will achieve excellence in every service they perform, and all customer-facing personnel will hold some responsibility for influencing the customer’s perceptions.”

The InfoTrack for Enterprise Services Annual Review identifies vendor customer-satisfaction weakness areas and provides insight into what can be done to improve the outlook for the future. The voice CPE maintenance/professional services/managed services marketplace is extremely large and represents an opportunity for voice CPE vendors to maximize on profitability. The total 2005 U.S. market reached $79.2 billion and is expected to grow to $154.1 billion by 2011.

For more information on the IES program and the Managed Services Study, please visit http://www.telecomweb.com/marketresearch/enterprisesvcs/annualrev06/ or contact Craig Born at 973/602-0123.

About InfoTech

InfoTech, part of The Telecom Intelligence Group, publishes six comprehensive, primary research studies each year as part of its InfoTrack for Enterprise Services (IES) program. Its Managed Services track focuses on the decision process for purchasing managed services and factors influencing vendor selection among services decision-makers in end-user organizations, examining 28 separate services worldwide. InfoTech’s other IES program tracks focus on the market for professional and maintenance services.

About The Telecom Intelligence Group

The Telecom Intelligence Group includes market intelligence provider InfoTech; TelecomWeb and TelecomWeb news break; newsletters Wireless Business Forecast, Broadband Business Forecast, Telecom Policy Report and Inside Digital TV; tariff consultancy Tarifica; and the Web-based business-telephony-product database TelecomTactics. For more information, please visit http://www.TelecomWeb.com.

Contacts:

Sharon Valencik, research & marketing director

Warren Williams, vice president and IES program director

800-610-3109

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